{"id":57911,"date":"2024-05-22T06:00:03","date_gmt":"2024-05-22T06:00:03","guid":{"rendered":"https:\/\/hyken.com\/?p=57911"},"modified":"2024-05-21T21:32:55","modified_gmt":"2024-05-21T21:32:55","slug":"twenty-one-percent-customers-admit-cursing-customer-service-agents","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-strategies\/twenty-one-percent-customers-admit-cursing-customer-service-agents\/","title":{"rendered":"Twenty-One Percent of Customers Admit to Cursing at Customer Service Agents"},"content":{"rendered":"<span data-contrast=\"auto\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-57912 size-full\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/2024\/05\/Customer-Screaming-about-Lost-Luggage-Low-Res.jpg\" alt=\"Dealing with Angry Customers\" width=\"360\" height=\"432\" srcset=\"https:\/\/hyken.com\/wp-content\/uploads\/2024\/05\/Customer-Screaming-about-Lost-Luggage-Low-Res.jpg 360w, https:\/\/hyken.com\/wp-content\/uploads\/2024\/05\/Customer-Screaming-about-Lost-Luggage-Low-Res-250x300.jpg 250w\" sizes=\"(max-width: 360px) 100vw, 360px\" \/>There\u2019s an old story about an airline passenger who walks into the baggage claim office and starts screaming and cursing at the airline employee. The employee, who is calm and collected, responds, \u201cI am sorry about your lost luggage. At this point in time, there are only two people in the entire world who care about your luggage, and you\u2019re starting to make one of them upset.\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><!--more-->\r\n\r\n<span data-contrast=\"auto\">Unfortunately, some customers, like the passenger in the story, are angry. <\/span><a href=\"https:\/\/hyken.com\/wp-content\/uploads\/2024\/04\/The-Bad-and-the-Ugly-And-Interesting-.pdf\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">If 21% of customers admit they curse at customer service agents<\/span><\/a><span data-contrast=\"auto\">, does that mean that 79% are lying? I\u2019m just kidding, of course, but with customer service being more important than ever, it surprises me that some companies haven\u2019t leveled up their customer service and support. In some instances, they flat-out make customers angry. <\/span>\r\n<h3><span data-contrast=\"auto\">Consider these findings from our <\/span><a href=\"https:\/\/www.hyken.com\/research\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">customer service and CX research<\/span><\/a><span data-contrast=\"auto\">:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/h3>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">60% of customers have hung up on a customer service\/support agent.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">34% of customers admit to yelling at a customer service agent.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<span data-contrast=\"auto\">And the customer doesn\u2019t even have to talk to an agent to become angry \u2026<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">79% of customers have called customer support, encountered an automated menu system, repeatedly shouted \u201cAgent\u201d or \u201cRepresentative\u201d into the phone, and eventually, out of frustration, hung up.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<span data-contrast=\"auto\">I\u2019m an optimistic person, and it pains me to share negative information like this. Unfortunately, it\u2019s the truth. On the positive side, more companies are getting it right.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n<h3>C<span data-contrast=\"auto\">ustomer service trends and predictions<\/span><\/h3>\r\n<span data-contrast=\"auto\">Each January, I share customer service trends and predictions. I almost always start with the trend that our customers keep getting smarter when it comes to customer service. They are educated by the best companies and brands that get it right. These companies provide easy access for customers to connect with their customer support teams. They don\u2019t make customers wait, or if they do, they offer the option of being called back. They have knowledgeable and friendly agents who positively represent their brands. In reality, all they are doing is what they are supposed to do \u2013 what customers hope for and expect them to do.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Unfortunately, some contact centers still don\u2019t do a good job. Customers experience long hold times, multiple transfers, phone disconnects, inconsistent answers, agents who are hard to understand, agents without authority to make customer-focused decisions, and agents who are less than helpful \u2013 and sometimes even rude. These are just some of the reasons customers don\u2019t like calling customer support, which is why 43% of customers would rather clean a toilet than call customer support. Ouch! <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">To wrap this up, as customers, we need to give the people who have been hired to help us a chance. Don\u2019t curse, yell and belittle the people who are there to help us. As company leaders, we need to provide a level of service and support that meets, if not exceeds, our customers\u2019 expectations.<\/span>\r\n\r\n<span data-contrast=\"auto\"><em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em><\/span>","protected":false},"excerpt":{"rendered":"<p>There\u2019s an old story about an airline passenger who walks into the baggage claim office and starts screaming and cursing at the airline employee. The employee, who is calm and collected, responds, \u201cI am sorry about your lost luggage. At this point in time, there are only two people in the entire world who care [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":57912,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6800,6807],"tags":[4723,5665,5839],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Twenty-One Percent of Customers Admit to Cursing at Customer Service Agents<\/title>\n<meta name=\"description\" content=\"We need to provide a level of service and support that meets, if not exceeds, our customers\u2019 expectations.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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